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Open nowPosted 8 days ago

Operations Manager (Temporary Contract)

intouchcx270 open roles

Where
Tegucigalpa, Honduras
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Your applicationOpen nowOperations Manager (Temporary Contract)intouchcx · Tegucigalpa, Honduras

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on intouchcx's own form.

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 8 days ago

The posting

  About the Job   We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.     As Operations Manager, You Will…  

Ensure proper planning, staffing and direction of the operational functions

Manage and supervise teams

Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees

Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service

Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas 

Develop customized reporting to measure and track operational statistics, data and results

Develop solutions to improve business performance and partner success

Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues

Motivate teams through relationship building and real-time coaching

Develop and deploy incentive programs to motivate employees to achieve desired outcomes

Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team

Collaborate with other departments within the organization (HR, IT, etc) to resolve issues 

Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

    As Operations Manager, You Have…  

Completion of post-secondary education (a major in Business or Commerce will be considered an asset)

A minimum of 5 years of experience in the contact center industry 

At least 3 years of experience in an Operations Management role overseeing front-line employees

Experience in client relationship management and employee development/coaching

Experience dealing with escalated issues in a contact center capacity

The ability to successfully work across cross-functional teams

A positive work ethic and commitment to achieve the best possible outcomes 

The passion to be a role model that exemplifies our 10 Things (cultural values) 

Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner

Excellent communication skills; listening, verbal and written

Ability to assess the “big picture” and draw connections between inputs and outputs

Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations 

Ability to use spreadsheet applications to maintain and develop operational and financial data reporting

Ability to type 30 WPM with accuracy

Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred

 

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